Red Dog Casino, Slots Empire Casino, Aussieplay Casino, El Royale Casino, Las Atlantis Casino Support and Complaints Thread

Hello Melissa,

Thank you for your message. I will check it with the Finance department and get back to you shortly.

Thanks,
Daniel

Hello Melissa,

I have contacted the Finance Department. It appears that your latest request for validation was sent on 9th of December. I have also been informed that some of the forms are missing or have been provided in bad quality. According to Casino's terms & conditions such requests are being checked within 2 business days. However, the Finance Department will do their best to provide you with the reply soon. Please check your email box for the corresponding details.

Thanks,
Daniel

   I apologize, ahead of time... if there is a casino rep. available on LCB.  I typed Red Dog Casino in the search bar, several times, and nothing was found under Casino Reps, for Red Dog Casino.  So, Very sorry if I am jumping ahead by posting a complaint.  But, that said, I HAVE spoken with Red dog reps on the website over 15 times, and my issue is not yet resolved... so, really, I do...  feel I have reason to complain at this point.  I claimed a bonus when I joined the casino last month.  And, I managed to play through the wagering requirements, for the bonus I calimed.  When, I won, and was ready to withdraw... I was in for a real suprise.. I was informed the bonus I claimed required a deposit first, then I would be able to withdraw my winnings..

  ok, long story short... I made the deposit, via bitcoin... and the payout selection still remains DISABLED for my account.  I've been around and around with this casino, and atleast 10 of their reps, and they all TRIED to assist, with the account verification form. HOWEVER, FIRST I was told, 3 days after I first sent my drivers license copy and my powerbill as proof of residence that the ID was "unclear" and I was asked to send a better picture, ok,  I've sent this SAME pic to probably 20 other casinos using the same format to send it, and HAD NO PROBLEMS, but, RED DOG casino, can not seem to see it clearly.. So, of course, I email a CLEARER copy... I was then told, it is still unclear,And I would need to fill out the verification form... which is just a form to show my " banking information and Credit card information"  However, I am using BITCOIN to deposit and eventually hopefully to withdraw... SO, I am wondering why I would be asked for a credit card verification? and why would I need banking information? 

   I DO NOT HAVE ANY BANKING INFORMATION to send the casino, and even if I did, WHY do they require this for a BITCOIN WITHDRAWAL request in the first place?   

all of these issues leads me to see RED FLAGS WITH RED DOG CASINO... Someone please assist me with the account verification form.. I am unable to get it to download in a form that I can attach after I've filled it out.  If the casino could email me the form? with a link to send it back???? or SOMETHING? please help.... account ID: msantos082574

Hello Melissa,

I have been informed by the Finance Department that they were trying to reach you out 12/10/2019 in terms of finalizing the account validation but it seems that all the messages from their end are getting into junk box. Could you please check?

We are sorry for any inconveniences caused though I do truly think that some kind of minor miscommunication took place.

Your account has been previously approved for the payouts, however the Finance department is still awaiting for Bitcoin address to send the payment to.

Regarding the Credit Card details those are not needed since you did not deposit with this payment method. According to the live chat history our support representative informed you that no Credit Card details are required.

Could you please let me know whether you have tried to set up the payout request recently? Please kindly refer to our Customer Care if you are getting any kind of error messages so that they could assist you with initiating the first payout.

Feel free to reach me here at LCB via personal messages or at Daniel@toponepartners.com.

Thanks,
Daniel

I think the problem is, "the right hand doesn't know what the left hand is doing".  So to speak... I mean , every single time i go to Red dog to check and see if my payout icon has been enabled, its NOT!  so, of course i go straight to live chat, at of course its a different rep EVERYTIME!?! and , AFTER I GIVE ALL MY ACCOUNT DETAILS AGAIN,  I tell my story AGAIN, AND EXPLAIN HOW, A REP FROM LCB IS ASSISTING ME and I got a message all i need to do now is send my bitcoin address, the rep is ALWAYS LIKE?!  O? WHO? LCB? NO? WE DON'T USE OUTSIDE WEBSITES? AND They proceed to tell me, to start my acct. Verification over, but, according to the direct casino rep, on lcb,  i dont need to do that.  Its all very frustrating, and, its really annoying over 150$ of which i had to deposit 30$ of my $ to claim in the first place

Hello Melissa Santos,

We've asked the Casino Representative to check what's going on and to clarify this. Please keep an eye on this thread for the updates.

Hello Melissa,

The validation of your account was previously fully accomplished and the payout option should have been available for you in the Cashier.
I asked the Finance department to initiate the withdrawal request for you. Please expect to receive Bitcoin payment during the upcoming business days along with the confirmation to your email.

Thanks,
Daniel

Hi,

I am waiting for a bitcoin payout for my verified account at el royale casino.  Today is the 4th business day and it is still not paid.  I asked live chat and was told they are doing their best they have alot of payout to pay.  Can someone please help move my payout along?

Hello jdpennyd,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello jdpennyd,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Hi,

I just got my payout from this casino.  Please mark my complaint as resolved. Thank you LCB for your help.

Hello jdpennyd,

We're glad to hear that! Thank you for letting us know!

 I would like to get some clarification on a payout I received from El Royale Casino as to why my Bitcoin withdrawal request was not made in full?  

 Sunday I deposited with Bitcoin using Bonus Code "MASQUERADE" (20x free spin winnings play thru and no-max cashout).

I completed the playthru and made a Bitcoin withdrawal request for my winnings of $1719.08  . On Thursday morning I received a Bitcoin payout of only $300.00. (US) . 

 I then logged on to my account and found the remainder (1419.08) back in my casino account.

 I would like to know 2 things from the rep.

1. Why was I not paid in full? (Bitcoin withdrawals up to $2500 as stated in banking section.)

2. How was the amount of $1419.08  determined (The amount returned to my acct.) ??

Thanks 

Casino acct. - quballxxx

 P.S.  ($300 United States Dollar equals $476.73 Dollar)

Hello quball,

We've asked the Casino Representative to check what happened. Please keep an eye on this thread for the updates.

Hello quball,

Thanks for your request.

I have checked with the Finance department, the winnings were divided in two batches as per our Terms & Conditions. The second payment of $1419.08 has been sent, please check your Bitcoin wallet.

Thanks,
Daniel

Thanks!!  I received this today--

-----------------------------------------------------------------------------------

El Royale Casino - Billing
4:50 AM (5 hours ago)
to me

Dear David,

Thank you for your request.
Please be informed that last time 300 USD was sent (as per exchange rate 476 ). We have applied the correction and have adjusted the balance accordingly.
We would like to let you know that the 2nd payout requested was approved in the amount of 1242  and was sent to the BTC wallet provided.
Please kindly confirm once the aforementioned amount is received.
We thank you for your time and cooperation.

Sincerely,
Erica Baker
Billing Department
El Royale Casino

Thank you for the clarification.Ok, thank you.Thank you for your assistance.

I just wanted to complain about the live chat. I asked if since I live in Louisiana if I was able to deposit and cash out if I won. I gave my username and then waited....and waited....no reply. 

So I ended that chat. I forget his name. And then i started a new chat. Asked the same question. Went ahead and gave my username. And "Clay" repeated the previous live chat scenario. No response. I took screenshots this. 

I have been in live chat many times and the courtesy goes something like, 

Support-"Hi, how are you, our promotions are blah blah blah"

Me- what ever the question is...provides account info needed.

Support-"ok sure, let me check for you, just one second"

Me-"No problem"

     1-5 min later..

Support-answers the question as best they can, " is there anything else I can help you with?"

Me-"No. Thank you, have a good day"

I don't believe I wasimlatient with either chat in reference to the courtesy "please hold, amd I will check" response. If this place doesnt want my money or if louisiana isn't allowed then fine. I can go elsewhere. Just a little frustrating. 

Thank you for your time.

Hello Julie,

Sorry about inconveniences caused. Our support department has had some maintenance lately. Louisiana is not the restricted state in our Casino. Players from Louisiana are welcome to deposit and withdraw. Let me know if you are interested in getting a welcome match bonus, I will make sure it is added to your account. 

Regards
Daniel

I have an account matter that meeds a direct private message if possible please. And thank you for the info and quick reply previously.

Hello Julie Smith,

Has your issue been resolved?

Hey everyone,

My very first account and experience with online gambling was approx. 30 days ago with Red Dog.  I was very scared making my first, second, third, fourth, etc deposit with these guys (kept losing on the tables - ha!)  just cause i felt nervous with the whole process. Plus, I am new to online gambling.  Anyway, lo and behold (even a broken clock is right twice a day) I started recovering some of my gambling losses and eventually I got up high enough to cash out.  And I went through the KYC process.  Everything checked out according to their schedule.  

I eventually got paid multiple times by Red Dog (a couple of times to my credit card and some times via BTC).  In any case, these guys are legit!  They have posted time lines which go anywhere from 1 business day to 5 business days and they stick to that.  They also have limits of payout for each week.  They adhere to this too.  

My only advice to all of you betting with this group is to read all of the T&Cs carefully.  Cause this group does not deviate.  Also, if you can, get a "host" at the casino.  They can help you get through some of the steps in the process and keep you informed of the pay out status.  

I have been paid multiple times by these guys and can assure you that they are 100% good on the payouts.  As for their front line chat support - meh!  I dunno.  I'm not a fan, but the casino itself is a simple live dealer/RTG casino. Nothing fancy.  But these guys have proven themselves to me.  They are golden and they definitely were a great first impression for online gambling. 

I'll be gambling again with them in the future - in fact I just finished a round not too long ago -- lost some of what I made back to them, but hey, had fun doing it.  So not a big deal.  

Let me know if you have any questions.  

I'm about 1 month trying to get my winnings at the EL ROYALE casino, and I'm being cheated all the time, first I was deceived in the verification of documents each day they asked for a different one, and now in the withdrawal process. They asked me for a deposit and said that I could withdraw my deposit + the earnings, I put it to withdraw. 4 WORKING days later they told me that I should play with my deposit, well, I played my 20 dollars and in the end I got 210 USD: (150 My winnings with no deposit bonus) and (60 USD: winnings with my 20 deposited), today is almost 8 days since the last withdrawal attempt, I went to chat today and they are telling me that I have to play with my deposit again, I am already full of this casino and I just want to withdraw my money.

I have everything documented in my email, from the first day, in case you need any proof.

Thank you very much in advance!

Laura

Hello laurita450,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative to check what's going on with your winnings.

I will send you inbox, I saw in my wallet now that I received only 150 USD just sent, I would like to receive the rest (60USD)

Hello laurita450,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative and asked him to check what's going on. Please keep an eye on this thread for the updates.

Hello laurita450,

Thanks for your request. Please take into consideration that you have been playing with a free bonus offer LCB50ROYALE with maximum cash out of $150. The winnings were sent to your BTC wallet.

The Casino team has noticed that you kept playing further with the deposit, therefore they were not willing to deduct winnings from the 1st deposit and pay only $150 (max Cash out) + deposit ($20). They left the amount of winnings on your gaming balance so that you could keep playing further and gain even more.
However, the Finance department has made an exception and sent $60 even though it is below the minimum amount of $150.

Regards,
Daniel

the correct thing would be for you to deposit the winnings with the no deposit bonus together with the deposited money and the winnings, taking into account that you force us to play the deposited amount, but I am already grateful for the amount received ... I was again forced to play to reach 150 min in order to cash out and I ended up losing.

Hi

I recently played on El royale casino from curacao when I first signed up I said to them am I allowed to play from the UK. They agreed they take on UK players. I then realise after depositing around £3500 (including one withdrawal reversal of 900 dollard) during this time trying to close my account on live chat only for them to keep offering me generous bonuses to keep me to stay. I also repeatedly said block my account and if I ask to be reopened dont open it  -this was ignored- i realised here that this was possibly not a UK licenced site. I am also a member of gamstop now. I can say it's my fault for depositing but I also believe I didnt receive any gambling support even though I continuously asked them. I even got my account closed and they easily reopened once I asked them to the next day.

The reason why I'm on this forum though is because i asked them for a refund of my deposits because they were not holding a uKgc licence. Everytime I asked them if they had one they said we are operating curacao laws. So I continuously asked them and they continue to say it's up to you of gambling is restricted in your countr . So I said it's no restricted but :

The most recent update to the UK gambling legislation, the Gambling (Licensing) Act 2014postulates that all remote gambling operators providing services to customers in the UK need to obtain a license from the UK Gambling Commission. PRIOR to 2014, operators whose gambling facilities had been available to British residents but their equipment had not been located in the UK, didn’t need to acquire a UKGC license.

After lots of persuasion on live chat they said they will get security department to contact me with my refund request. But that i would also be permanently blacklisted GLOBALLY on all betting sites.

I haven't heard from them since.

Please can you advise m . I know I am right in saying they shouldn't be accepting UK players without a licence. Will I be entitled to my refund?

Hello Elenates,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello Elenates,

Thanks for sending over your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Hello Elenates,

Thanks for your request.
I was informed that the case has been moved to the security department.
The security team has confirmed they are in touch with you on this matter and currently they are inquiring on the solution that can be used for processing the refund.

Please let us know should you need any further assistance.

Regards,
Daniel

Yes thank you  they have been in touch and I must say they have handled it professionally. 

Thanks very much for your help

Thanks to everyone who also offered advice

I have recieved part of the refund however not all of it. I made sure to check the currency rate the date the money was meant to be processed/ sent to me.

I emailed them stating:

I recieved $2800 which gave me £2250. However I was told i would be sent $3200 which on the day processed would have been £2700.

Havnt got a reply yet

Regards 

Username -elenates

Hello Elly1234,

We've sent an email to the Casino Representative and asked him to check what happened with the outstanding amount. Keep you posted.

Today all the money went from my account again. Going to call my bank fraud team too. But el royale are ignoring all emails. 

lcb close this thread pleas . this is being dealt with by my bank as it's my bank at fault. For the record el royale have been helpful. Thanks everyone at lbc

Hello Elly1234,

Thanks for letting us know! We're glad to hear that!

Hello Elly1234,

Hope you are doing well.

There is probably some issue with your bank indeed. The amount of £2711 was sent in full on Thursday, April 30th. We have sent a proof of payment to LCB.

Unfortunately I cannot see the reason why you have not receive the funds in full. Please check it with your bank. If some additional information is needed please contact our Finance deparment. 

Regards,
Daniel

Hello. 

I submitted a payout request on 5/5 and was told it would be received by 5:8. It wasn't of course because they claimed there was a bitcoin wallet address mismatch but I confirmed the payout address matches the validation form request. It was finally approved today 5/11 at the end of the day. I was told it was sent and convinced it was processed but there is no record of the transaction anywhere on the blockchain and no email from billing saying it was sent. It's one thing after another and I do believe billing has been delaying with the hips I would cancel and play down which I did not do. I don't know who else to get to help me my emails go unanswered. At this point it's going to be 7 days for a 1-3 day withdrawal and nothing has been sent. 

Hello kegegg,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello Kegegg,

Thanks for your request. Sorry for the inconvenience caused. I was informed by the Billing department that the payout will be processed today. Please expect confirmation to your email address. Once it is paid I will notify you here as well.

Regards,
Daniel

Hello Kegegg,

The amount of $2340 was sent. Please check your Bitcoin wallet.

Thanks,
Daniel

I signed up for RedDog approximately 3 weeks ago and been up and down winning wise. I really like the site and the ease of playing there. Very user friendly. 

Although I have mostly enjoyed the site it has also been around 3 weeks to be validated for withdrawal and I’m still waiting. I have read others have the same issue. I was relieved to see that RedDog has gotten high scores in reviews but when looking at some others comments on various sites I am not the only person that has had this issue. I have had to send documents 3 times. The first time was my admittedly my fault as I forgot to add some cards that I deposited with. The last email I received from RedDog was a week ago today. I have emailed multiple times and tried online support multiple times with very little success in even giving me any hope that this would be cleared soon. In fact I was told to be more patient while on the phone with RedDog this morning. 

My question to you is, do you know any of the issues to be true on your end
and if so, do you know who to talk to there to get it situated? It's one thing to take a long time in verification and I thank you for being thorough. But when the site says 2-3 days and it's been 7 you start to get a little worried. 

Thanks.

Please send your casino username to Moderator Sydney here.

Hello mcappelen,

We've sent an email to the Casino Representative and asked him to check what's going on with your withdrawal. Please keep an eye on this thread for the updates.

Hello mcappelen,

Thanks for your request. I was informed by the Billing department that your documents were approved and you are welcome to request the withdrawal.

Regards,
Daniel

Hi Daniel! 

I posted an issue I was having with a payout at Aussie Play last week and I'm trying to find my post so I can mark as resolved since it was handled internally by the casino without any additional intervention needed. Can you help me find it so I can mark resolve?

Kegegg1911

This issue has been resolved internally by the casino and I received my payout on 5/11. There was some confusion with the wallet address and when it was cleared up my payout was sent shortly after. Thanks so much please mark as resolved. 

Hello kegegg,

We're glad to hear that. Thanks for letting us know!